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ADOPTION OF E-BUSINESS IN THE HOSPITALITY INDUSTRY IN GHANA-A CASE STUDY OF HOTELS
ABSTRACT
E-business involves conducting business activities via Information and Communication
Technologies (ICT). This research work seeks to study the adoption of e-business by the
hospitality industry (hotels) in Ghana focusing more on the level of adoption, benefits
and challenges of e-business. This research was conducted by utilising data from
secondary and primary sources in arriving at the findings. The primary data was
collected through survey of twenty three hotels purposely selected. This study
established that e-business has been adopted by the hospitality industry in Ghana. Most
of the businesses that have adopted e-business are at the basic level. E-business has
contributed to customer servicing, reduced cost of production, enhanced communication,
and reduced barriers to new markets and easy access to customers. Businesses in the
industry however face the challenges of insufficient network infrastructure, lack of
effective e-legal regime, Lack of security and trust for online transactions, the lack of
websites in Ghanaian languages and lack of wide deployment of online payment
systems. Among the recommendations made are that e-business could be greatly
enhanced if the hindrances could be greatly reduced through various government
interventions such as investments in building Internet infrastructure and providing other
enabling factors. In addition if the businesses (hotels) develop multi-lingua websites
especially in Ghanaian languages, it would cater for local language literates and this
would encourage customer utilisation of websites. It was recommended that future
studies should include the adoption from customer perspective.
TABLE OF CONTENT
Title page- – – – – – – – – i
Approval page – – – – – – – -ii
Dedication – – – – – – – – -iii
Acknowledgement – – – – – – – -iv
Abstract – – – – – – – – – -v
Table of content – – – – – – – -vi
CHAPTER ONE
INTRODUCTION – – – – – – – -1
1.0 Background of the study – – – – -1
1.1 Statement of the problem – – – – -5
1.2 Purpose of the study – – – – – -6
1.3 Significance of the study – – – – -8
1.4 Research questions – – – – – -9
1.5 Scope of the study – – – – – – -10
CHAPTER TWO
LITERATURE REVIEW – – – – – – -11
CHAPTER THREE
Research methodology – – – – – – -39
Design of study – – – – – – – -40
CHAPTER FOUR
Presentation, analysis and interpretation of data – -48
CHAPTER FIVE
Summary of findings – – – – – – -60
Conclusion – – – – – – – – -61
Recommendations – – – – – – – -62
Suggestions for further research – – – – -64
References – – – – – – – – -65
Appendix I – – – – — – – – -68
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